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Tech Support Opportunities at Parexel

Are you ready to make your mark in the healthcare industry using your ingenuity and technical expertise? At Parexel, there's no limit to what you can accomplish. We work with the top 50 global pharmaceutical companies, the top global biotech companies, and hundreds of small and emerging companies. We've supported the development of some of the most important treatments of our time, including nearly all of the 50 top selling drugs currently on the market. Join us and you'll make a profound difference in millions of lives. With a role in our Information Technology group, you'll work with cutting-edge technology on internal and client-facing projects. Collaborating with people from all over the world and touching everything from enterprise systems and clinical applications to infrastructure and networking, you'll keep our data safe and confidential. You'll have the chance to develop your skills and pursue advancement opportunities that include managerial and technical tracks. If you have stellar coding and design experience and a passion to learn more about healthcare, Parexel invites you to discover our rewarding opportunities in Enterprise Architecture, Software Development, Project Management and Business Analysis, and more. In a global clinical trial environment, business-focused applications, connectivity, and data security are critical to a trial's outcome. Find out how you can be an invaluable part of our success story.

Incident Manager

Job ID 53788BR Hyderabad, Telangana, India
To oversee be actively involved in PAREXEL’s incident management process and ensure that system and service downtime is minimized by monitoring systems and alerts, assessing situations, making interventions plus directing and facilitating resolutions. Act as Major / Incident Manager when required.

Service Operation
Ensure that Incident Management is efficient, responsive and technically sound. Monitor incidents and problems raised via the support desk software; assess for service level agreement adherence and intervene with appropriate action. Personally manage major and significant incidents and act as an escalation point to ensure timely resolution of incidents within expectations and SLAs. If necessary, provide request fulfillment and/or allocate incidents to other members of Technical Run Services via a structured escalation path. Ensure fully traceable end-to-end service delivery through Technical Run Services. Participate in 24x7 coverage schedule providing timely, reliable and high-quality response to complex customer incidents or escalations. Produce and distribute reports on performance and SLA adherence as required through pre-defined requirements and dashboards. Other duties may be assigned to ensure an effective and efficient Service delivery in accordance with the Departmental goals.

Continuous Process Improvement
Champion delivery quality and ITIL V3 process within the team, partake in driving internal change initiatives via Continual Service Improvement methodologies.
Consistent appetite for improvements and innovation; continually assess support processes and recommend action plan accordingly to ensure processes are fully aligned with business requirements from a functional and performance perspective. Evaluate and improve processes in conjunction with wider PAREXEL business objectives.

Risk Management
Champion delivery quality and ITIL V3 process within the team, partake in driving internal change initiatives via Continual Service Improvement methodologies.
Consistent appetite for improvements and innovation; continually assess support processes and recommend action plan accordingly to ensure processes are fully aligned with business requirements from a functional and performance perspective. Evaluate and improve processes in conjunction with wider PAREXEL business objectives.

Major Incident Management
When required, manage the rapid response to major incidents and problems including initiating bridge calls and drafting communication. Support the wider Technical Run Services Operations and/or 3rd party vendors as required. Be the interface between PAREXEL and the end users reporting of current status, progress and next steps. Maintain accurate records of activity taken throughout the lifecycle of a Major Incident including post incident reviews, defining and following up on improvement recommendations, regular performance tracking and reporting.

Qualifications

Knowledge and Experience:
• Good knowledge of services supported and applications provided by PAREXEL plus a good understanding of the business requirements
• Good understanding and awareness of IT terminology
• Good understand of priority/severity levels and have worked to meet and exceed Service Level Agreements
• Experience interacting with all levels of management both within PAREXEL and external organizations
• Proven track record of collaborative working across service lines and cross delivery units
• 3+ years in Service Delivery
• Previous experience in a helpdesk / IT support role
• Customer facing experience in meetings during real-time incident management (desired)
• Good knowledge of IT platforms and applications (desired)

Education:
• An understanding of ITIL V3 Foundation (desired)
• Educated to degree level preferably in Computer Science or Computer Information Systems (desired)

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